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Customer Service Liaison

4 months ago

Longwood, United States Pro-Air Mechanical Inc. Full time

**Job Title**: Customer Service Liaison /Billing Administrator

**Job Category**:Office Administrator

**Department/Group**:Office Staff

**Work Hours Required**:Monday thru Friday 7:30am-4:30pm

**Level/Salary Range**:Based on Experience

**Position Type**:Full-Time

Utilize your experience, skills, integrity and work ethic to better Pro-Air Mechanical, Inc., for its clients and employees. Always striving to pursue our passion “By putting people first we create opportunities for personal and professional growth” and constantly representing our Core Values _“The Problem Solvers”, “Do the Right Thing”, Together We Stand”_, and “Have Fun Be Safe”.

We are seeking a dedicated team player with a positive attitude to join our dynamic and expanding team as a Customer Service Liaison. This role requires a versatile and talented individual who is motivated to handle incoming telephone inquiries, take ownership of client issues and concerns, and ensure timely and effective resolution.

**Primary responsibilities to include but not limited to**:
Manage incoming telephone inquiries and address client concerns promptly and professionally.

Take ownership of client issues and ensure resolution to their satisfaction.

Working in conjunction with other team members to develop a resolution for client issues.

Direct calls to the appropriate person or department and retrieve necessary information to assist clients effectively.

Maintain a high level of organization and multitasking ability to handle various client requests simultaneously.

Demonstrate strong communication skills to interact with clients and internal team members effectively.

Utilize proficiency in office processes, protocols, and procedures to streamline operations and enhance customer experience.

Maintain accuracy and attention to detail in all tasks to uphold company standards of quality service.

Collaborate effectively with team members to ensure superior service delivery to all customers.

Complete a wide variety of tasks contributing to the efficient execution of daily operations.

**“Billing Administrator” responsibilities to include but not limited to**:
Scan and enter completed Invoices w/backup into client portals for payment.

Work with client on NTE and invoice submission issues.

“No bill” all completed service request tickets into client portal for any contracted work.

Monitor/research rejected invoices in client portal for resubmittal.

Communicate with technicians with questions on tickets.

Monitor daily completed service tickets for on time billing.

Maintain billing guidelines and set-up.

Scan/upload all PM checklists and other documents and Notary for customer billing.

Run/Print/Send Monthly Maintenance Tickets.

Assist billing department with problem service tickets and Invoices as needed.

Filing of completed service tickets and Invoices.

Work and assist with A.R. issues.

Enter service calls as needed.

Answer phones on the scheduled day and as needed.

Assist management as needed to fulfill the obligations and commitments of Pro-Air, Mechanical, Inc.

Provide reports as needed by management on a timely basis.

Follow up on client questions.

Update all Call back tickets in System. (T.S.)

Bill Call Backs.

Update Call Back Report on T-Drive.

Making modifications to invoices as instructed by management.

All invoices will be submitted to the client no later than 5 days after the services are rendered.

Collect all amounts. Expectation: No more than 15% of collectables over 60 days old

Be a team player.

**On-Call responsibilities (4-6 weeks for one-week periods)**:
Scheduling and dispatching technicians in a timely and efficient manner based on

Call priority-equipment, possible loss of product, and promised ETA’s.

Location of client-closest qualified technician

Technician GPS location and skill level. You can reference the technician ability sheet and make sure you are sending the right tech to the right call.

Dispatching calls

When scheduling tickets, verify the manpower before placing to ensure we have the correct amount of techs scheduled.

Clear completed calls (purple) as they come in. If you cannot close out call due to technician not resyncing, reach out to tech. Avoid closing calls all at once, especially towards the end of the day. This can possibly cause a delay in customer repairs.

Cleaning the board upon arrival to ensure no tickets were not run the day before or need closing.

Stay aware of dispatching two Technicians to the same location unless needed.

Take ownership of the Total Service System. Create, update and close out all service calls to insure they are completed as scheduled.

Creating a call

Researched 60 days back and determined if a possible callback. If so, call needs to show Callback WO255366/MARIO

Include all information for third party companies (Service Channel, Ecotrak, Corrigo) for Technicians to properly complete service calls.

Scope of work or description